Support Agent Learning

  Inbound Tickets per Agent per Month DefinitionInbound Tickets per Agent per Month refers to the average number of inbound tickets or interactions handled by an agent within a month. This includes all inbound contacts from multiple channels, such as voice calls, live chats, emails, social media messages, and any other customer service platforms. The […]

In today’s competitive business environment, providing high-quality customer support is critical for the success of any organization. Customers expect timely and effective solutions to their problems and queries, and providing this level of support requires a skilled and knowledgeable customer support team. One of the best ways to ensure that customer support employees are prepared

What does a Customer need when they contact support? 1. Customer Expectation: I want my issue resolved quickly!  Customer Support Agent Situation: Agent struggle to ask effective probing questions, struggle in providing clear & correct explanation which increases customer efforts  In order to fix this, the Customer Support Agent should sharpen 2 important skill sets. – Develop

  Failure to take Case Ownership: (Example: A customer contacted support and support agent handled the case and the issue was not completely resolved & addressed but still, the case was CLOSED by the Agent. Whenever a case is not completely resolved it shouldn’t be closed without the permission of the customer as its set’s

To run a Customer Support Department efficiently and effectively different departments need to play their roles & responsibility to ensure that the goals and objectives of the organization are achieved. Below is some department which plays a key role. 1. First Department is Hiring & Recruiting :  1.      HR Recruiter: Roles & Responsibility:  They are

As an individual first let’s understand what does a Customer Support Center does? Customer Support Center is a department that interacts with Customers through various touchpoints like Chat, Email, Phone Call, Social Media, etc. In this touchpoint the Customer Support Professional either resolve a Techsupport query which is more related to technical in nature, addressing